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Call Center Representative - Licensed Benefit Counselor

Norwood, Massachusetts · Customer Service
The purpose of this position is to assist employees and help them to select and enroll into employer sponsored and voluntary benefits.  Counselors will answer incoming calls, navigate our enrollment system and are trained to utilize our tools and resources to assist, and provide superior service to our customer. They will continuously strive to improve by utilizing various resources. They will have the ability to communicate with impact, apply critical thinking and show a strong desire to drive for results while working independently in a fast-paced, team-oriented environment. 
To fulfill this role, the Licensed Benefit Counselor will:

• Answer incoming calls to assist in enrollment
• Must have life and health license
• Provides a consultative experience and communicates accurate answers regarding products
• Handle inquiries by communicating in a clear, concise and confident manner in order to provide an   excellent customer services experience in a fast-paced work environment
• Facilitate enrollment benefits package.
• Enters all information related to the call for reporting purposes
• Works with internal business partners to achieve business unit results
• Resolve all inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary
• Ensure that all transactions are submitted in a timely and accurate manner.
• Ensures carrier, state, and company guidelines are adhered to
• Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve

• High School Diploma required; 4 year college degree preferred
• Must have life and health license
• 1-2 year’s customer service or sales experience preferred
• Excellent communication skills (both verbal and written),
• Ability to research
• Follow up and resolve sensitive issues
• Proficient in working with web based applications and Microsoft Office, ability navigate multiple systems without assistance
• Excellent organizational and time-management skills to handle multiple tasks
• Detail oriented to ensure accuracy
Core Competencies include:

• Communicating with impact
• Critical Thinking and Problem Solving
• Service Orientation


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